主管、同事和顾客工作场所不文明行为对员工工作结果的影响

doi:10.12068/j.issn.1005-3026.2023.04.018

摘要/Abstract

摘要： 依据情感事件理论，基于457套配对样本数据，采用SEM潜变量乘积指标法，探究了工作场所中的主管、同事和顾客不文明行为对员工任务绩效和反生产行为的影响及其差异，并验证了消极情绪的中介作用以及心理弹性的调节作用.研究表明，主管和顾客不文明行为负向影响任务绩效；主管、同事和顾客不文明行为正向影响反生产行为，且顾客不文明行为影响更强；消极情绪中介了主管、同事和顾客不文明行为与任务绩效和反生产行为间的关系；心理弹性减弱了同事不文明行为对消极情绪的正向影响.这不但丰富了工作场所不文明行为的理论体系，也为组织有效地抑制工作场所不文明行为提供了有益的参考.

关键词: 工作场所不文明行为；任务绩效；反生产行为；消极情绪；心理弹性

Abstract: In light of affective events theory， and based on 457 matched samples and SEM(structural equation modeling) latent variable product indicator approach， the impacts of supervisor， coworker， and customer workplace incivility on task performance and counterproductive work behavior are discussed， and the mediating effect of negative emotion and the moderating effect of resilience are verified. The results show that supervisor and customer incivility negatively impact task performance; supervisor， coworker， and customer incivility positively impact counterproductive work behavior， and customer incivility has a stronger impact; negative emotion mediates the relationships between supervisor， coworker， and customer incivility and task performance and counterproductive work behavior; resilience weakens the positive impact of coworker incivility on negative emotion. This not only enriches the theoretical system of workplace incivility， but also provides references for organizations to effectively curb workplace incivility.

Key words: workplace incivility; task performance; counterproductive work behavior; negative emotion; resilience

中图分类号:

张兰霞，肇崧言，王乐乐，钱金花. 主管、同事和顾客工作场所不文明行为对员工工作结果的影响[J]. 东北大学学报（自然科学版）, 2023, 44(4): 590-598.

ZHANG Lan-xia， ZHAO Song-yan， WANG Le-le， QIAN Jin-hua. Impacts of Supervisor， Coworker， and Customer Workplace Incivility on Employees’ Work Outcomes[J]. Journal of Northeastern University(Natural Science), 2023, 44(4): 590-598.

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